Monitor service levels for skills

You can use the Predictive Actions tool to monitor both current service level (SL) and predicted service level at the end of the day (PSL at EOD) for specific skills alerts for potential deviations. Together, these two KPIs provide a complete view of performance:

  • SL helps you understand if there are ongoing issues in real time.

  • PSL at EOD helps you anticipate potential future issues based on current trends.

NOTE    End-of-day service level predictions become more accurate as more traffic data becomes available. For skills with very low call volumes, predictions are less reliable and represent the best estimate based on the limited data available.

To access this AI-powered monitoring, follow the steps at Monitor service levels for skills.

For details about information security, policies, and compliance documentation, visit the Cisco Trust Center.

Prerequisites

  • You have the Web > Intraday > Monitor SL permission.

Page location

WFM > Intraday

Procedures

Monitor service levels for skills

  1. Click SL in the upper-right corner. The skill tiles appear.

    Both the SL button and tiles have the following color codes:

    • Red - Negative breach because the predicted service level is expected to fall below the configured target.

    • Yellow - Indicates positive deviations above 2%, where the predicted service level exceeds the target.

    • Green - Positive breach or safe because the predicted service level is meeting or exceeding the target. If it exceeds the target by more than 2%, it is considered a positive breach.

    NOTE    Positive breaches are identified when results exceed 2% for the predicted service level. This prediction incorporates the actual traffic trend observed up to two hours prior and adjusts future traffic estimates accordingly, while using the currently planned staffing conditions to calculate the projected end-of-day outcome. The system bases the deviation calculations on the service level target selected in skill properties and provides recommended actions to help mitigate issues, while you take action through existing tools. For information about how to configure skill properties, go to Create a skill (web Forecasts tool).

  2. Click a skill tile to generate insights. A skill details page appears and displays information about the current service level, the expected service level by the end of the operating day for a given skill, the predicted service level, and alerts you to potential deviations for both negative and positive breaches. The Staffing details (agents) column has information about the headcount.

    The skill details page has the following color codes:

    Category Condition Color Meaning
    Past Performance Traffic above Red Higher than expected traffic (negative impact)
    Traffic below Yellow Lower than expected traffic
    Staffing above Yellow Overstaffed (inefficient but safer than understaffed)
    Staffing below Red Understaffed (critical impact)
    Severity high Red Service level consistently below target with large gaps and/or strong negative staffing
    Severity medium Yellow Service level shows moderate gaps or mixed performance
    Severity low Green Service level is close to or meeting target
    Future Outlook Trend worsening Red Situation expected to deteriorate
    Trend improving Yellow Situation improving but not yet stable
    Trend stable Green No significant change expected
    Risk high Red Sustained negative staffing and/or significant upcoming activities
    Risk medium Yellow Mixed staffing outlook
    Risk low Green Mostly positive staffing outlook

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